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Director of Enterprise Production Support, Operations & Reliability

Date: Dec 7, 2018

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-14359
Area of Interest: Information Technology
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time

JOB DESCRIPTION

Director of Enterprise Production Support, Operations & Reliability

(Customer Facing Applications & Systems)

Location: San Francisco, CA

About the Team

We are a multi-location team with teams in San Francisco, Rocklin, Memphis, Brooklyn and international locations like Singapore and India. We are looking to add team members, who have a true passion to leverage technology, learn and grow in a fast-paced agile environment. We are swiftly evolving into a culture of nimble decision making, small & empowered teams, customer testing, and innovation.

WSI Tech is dedicated to driving major transformation and continuous growth for Williams-Sonoma, Inc. with a hyper-focus on our customer and through technology innovation. Some immediate and long-term key initiatives are:

* Building industry authority on 3D visualization and its AR/VR/MR application through our recent acquisition of Outward, Inc.
* Automating and disrupting the supply chain model using Machine Learning
* Growing and expanding mobile experiences across our eight brands
* Building next-gen Enterprise Telemetry, Monitoring and Reliability Engineering capabilities

Leadership and product engineering skill set to inspire and grow our business across the enterprise are key to delivering results in the following:

* Personalized experiences and marketing program
* Intensifying customer engagement levels with our KEY loyalty initiative
* Conversational commerce
* Cloud computing
* Robotics

About the Role

This role is designed to provide a leadership role to provide production support, operations and reliability engineering support to all our customer-facing applications and systems including eCommerce and Stores POS. The role will help build a single view of our system's health and monitor them actively, proactively identify issues and resolve them with aggressively defined SLA, identify problem patterns and implement process, integration and other fixes to solve any issues.

We are looking for a leader who will make it a mission to prevent and solve customer problems, be genuinely and equally eager problem solving, on-hands work, and strategizing to not only help resolve issues at a fast pace but also build solutions to eliminate repeat issues.

This is a highly critical and visible role in the organization and will be reporting to VP of Enterprise Production Support, Operations and Reliability Engineering.

This role has responsibility for application support and uptime across all our brands for all customer-facing applications including ecommerce and store systems. The individual in this role will partner very closely with all technology and business leaders to evolve the overall support model.

You're excited about this opportunity because you will...

* A highly accountable individual with a hands-on approach to coach and lead teams to fix issues actively and continuously identify patterns for a larger problem solve to avoid repeat issues.
* Build urgency and accountability about customer problems and solve them quickly to minimize business loss.
* Apply technology and automation to improve monitoring, alerting and issue resolution
* Build strong teams to have well-defined procedures, run books for triage and resolution
* Build clearly defined and communicated SLA, issue categories, a point of contact, triage & decision trees and hold teams accountable for it.
* Develop and maintain a strong and real-time feedback loop with the development teams to alert and implement on issues that could be avoided through better design, coding or monitoring
* Drive production stability and reliability efforts throughout the year to prepare for peak volume days and key events
* Highly attentive and responsive to communication

Why you will love working at Williams-Sonoma, Inc.

* We're a successful, fast-growing company with an entrepreneurial vibe
* A technologically and data-driven business
* Competitive salaries and comprehensive health benefits
* We're at the forefront of tech and retail, redefining technology for the next generation
* We're passionate about our internal and external clients and live/breathe the client experience
* We get to be creative on a daily basis
* A smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in autonomy and reward taking the initiative
* We have fun!

REQUIREMENTS AND QUALIFICATIONS

We're excited about you because...

* An ideal candidate should have technology delivery and production support expertise for large-scale Omni-channel operations teams
* 12+ years of total technology experience with a focus on planning, delivery, operations, support, and reliability engineering
* 5+ years Sr. Manager and above level experience in similar functions for a sizable organization and scale

* Technical chops to understand the architecture, systems, problems, identify patterns, suggest solutions and make the right decisions
* Experience to build, evolve and coach teams on technology and process improvements
* Ability to focus on the right priorities and drive teams towards achieving them
* Curiosity to learn quickly and implement it to the function
* A Bachelor's or master's degree in computer science or related field

Perks & Benefits:

Once you are here, you can look forward to a wide variety of e-commerce. Our corporate vision--to enhance our customers' quality of life at home--extends to the lives of our associates. To that end, we offer an extensive benefits package designed to help you grow, personally and professionally, to keep you healthy, to prepare you for the unexpected, to care for your family and to build a secure future. Depending on your position and your location, here's a look at what you might be eligible for:

* A generous discount on all Williams Sonoma Inc. brands through multiple shopping channels
* A 401(k) plan and other investment opportunities
* Paid vacations, holidays and other time-off programs
* Health benefits, including health, dental and vision insurance; health and dependent care tax-free spending accounts; medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; life and travel insurance; an employee assistance program
* Tax-free commuter benefits
* A wellness program that supports your physical, financial and emotional health
* In-person and online learning opportunities through WSI University, LearnIt and AcademyX
* Cross-brand and cross-function career opportunities
* Quarterly sample sales
* A business casual work environment
* A bike share program
* Time off to volunteer
* Matching donations to qualifying nonprofit organizations
* Company-sponsored walks and runs
* Healthy, organic options in the cafeteria and an awesome salad bar
* Discounts on nearby gyms and other local businesses

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the home. Our family of brands includes Williams Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room, and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. In 2017, we acquired Outward, Inc., a 3-D imaging and augmented reality platform for the home furnishings and décor industry. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

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Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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